The J.D. Power and Associates Call Center Customer Satisfaction Report
brings together results from 14 different market studies and focuses on all
aspects of call center interface and how it relates to overall customer satisfaction.
More than 40,000 interviews were conducted.
Customer service plays a crucial role in determining overall customer satisfaction.
Some examples of the attributes comprising customer service – and of particular
interest to call center users and providers – include Ease of Getting
Through to a Customer Service Representative (CSR), Knowledge of the CSR, Courteousness
of the CSR and Timely Resolution of Problems.
This in-depth report from J.D. Power and Associates – the worldwide leader
in customer satisfaction research – reveals the most important elements
of customer satisfaction in the markets assessed. The report provides valuable
insights into the priorities and levels of performance that are being achieved
and the benefits that flow from well-managed calls.
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2002
Call Center Report |
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View the Markets Covered in this Report |
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The report provides an unbiased perspective in a number of critical areas that
are key to the management and use of call centers:
Call Center Report - List of Topics
- Ranking of top providers in terms of overall customer satisfaction for 14
markets.
- Importance of customer service in driving overall customer satisfaction.
- actual weight ascribed to the customer service factor within the index for
each market
- actual weight of different attributes making up customer service for each
market
- Percent of callers contacting customer service in the last 12 months.
- Number of calls to customer service in the past 12 months.
- Demographics of callers (age, gender, income, etc.) - including satisfaction
(overall and customer service) by age and gender.
- Percent of callers speaking to person vs. automated response system (ARS).
- Overall satisfaction and customer service satisfaction index scores by those
speaking to a CSR vs. ARS.
- Effect of number of calls on satisfaction (overall and customer service
satisfaction).
- Type of problem/reason for calling - problems/complaints (such as calls
on billing, overcharging, etc.) vs. questions/enquiries.
- Problem resolution - first call resolution vs. transfer to another person
- effect on satisfaction (overall and customer service).
- Problem resolution - numbers of calls required to resolve issue - effect
on satisfaction (overall and customer service).
- Effect of length of call on satisfaction (overall and customer service)
- including overall length of call, time spent speaking to a CSR and time
spent waiting to speak to a CSR.
- Relationship between customer service index score and switching intent.
- Relationship between customer service index score and likelihood of recommending
supplier to others.
- Relationship between overall customer satisfaction and switching intent.
- Relationship between overall customer satisfaction and likelihood of recommending
supplier to others.
- Analysis of customer service data by most and least satisfied customers.
- Customer service attribute benchmarks for each market. Percent of customers
giving ratings to suppliers. Shown as industry averages, highest scores and
lowest scores.
This report will provide users with an understanding of the similarities and
differences in the consumer experience between the markets covered and the impact
of the call center on less competitive and more competitive industries.
Markets Covered in this Report
- Residential Internet – High Speed
- Residential Internet – Dial Up
- Residential Wireless
- Residential Wireline – Local
- Residential Wireline – Long Distance
- Online Trading (Investments)
- Residential Electric Utility
- Midsize Electric Utility
- Residential Cable/Satellite TV
- UK Residential Mobile Phone – Pre-Pay
- UK Residential Mobile Phone – Pay Monthly
- UK Residential Internet
- UK Residential Electricity
- UK Residential Gas
J.D. Power and Associates as a worldwide leader in the evaluation of customer
satisfaction, also offers research and consulting services to help your company
improve its customer satisfaction and loyalty.
Contact Information
For more information, please contact Geoff
Clifton.
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